Arrow Exterminators on creating culture worth protecting

Company culture deserves much of the credit for Arrow Exterminators’ six decades of success and growth.

Sixty-one years after Starkey and Imogene Thomas founded Arrow Exterminators in Atlanta, Ga., the company is stronger than ever. It is the largest family-owned pest and termite control company in the United States, ranked by revenue.

The facts tell a compelling story: over 3,500 team members; 190 service centers; revenues exceeding $450 million; a fleet of more than 3,400 vehicles; and hundreds of thousands of customers in Alabama, Arizona, Florida, Georgia, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee, Texas and Virginia.

Amazingly, Arrow Exterminators is still owned and operated by the Thomas family; Starkey and Imogene are the parents of company Chairman Joe Thomas — a 2009 Pest Management Professional Hall of Famer — and grandparents of CEO Emily Thomas Kendrick, who currently serves as president of the National Pest Management Association (NPMA).

Establishing a vision

Long ago, we established a clear vision that guides our entire team:
We are tenaciously persistent in protecting our family culture and providing an awesome experience in every interaction. By hiring, training and retaining rock stars, this Arrow family will grow opportunities for generations to come and will do it with a clear conscience.

The values and beliefs that define our company create an atmosphere that enables everyone to succeed. Our company culture is critical, as it encourages team members to implement our business strategy every day, no matter their job. Providing an exemplary experience in every interaction with customers and coworkers helps Arrow Exterminators reach new heights.

Indeed, culture is so important to us that we are sponsoring a new NPMA award that recognizes pest control companies that demonstrate exceptional company culture and core values that drive employee recruitment, retention and engagement.

Beginning at PestWorld 2025, the Culture Catalyst Award, sponsored by Arrow Exterminators, will be presented annually. Every day, we exemplify the criteria for nominees: strong core values; employee engagement initiatives; innovative approaches to work-life balance; community support; and employee development, retention and advancement.

Demonstrating our beliefs

We demonstrate our culture through engagement activities. Treating our team to fun breaks — like eating lunch from a food truck in the parking lot, celebrating summer with an ice cream social, or wearing festive attire on Ugly Sweater Day — builds camaraderie and allows us to show our appreciation.

We also volunteer together to support local charities. Donating school supplies and writing letters of encouragement to mark National Suicide Prevention Week are just two of the many ways we serve those in need while building strong community relationships. Last year, team members logged thousands of volunteer hours to raise more than $176,000.

We are a family-owned company, and like any family, we celebrate life’s big moments. It’s part of our company culture, and it will ensure we succeed for another 60 years.

Arrow Exterminators is proud to sponsor this Merger Guide, which features expert advice to assist your decision to sell when the time is right, and data that show where your fellow pest management professionals stand. If you’re thinking about selling but don’t know how to get started, make a phone call or write an email.

You can reach Kevin Burns at 800-281-8978, 404-840-9100 or kburns@arrowexterminators.com